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Being Harassed by Santander Bank - Absolutely Disgusted

(232 Posts)
NameChanger22 Sat 30-Mar-19 21:11:29

A few weeks ago I started a thread on here about how Santander Bank kept repeatedly sending the mail of an ex-boyfriend to my address, even though we split up and he moved out 12 years ago, died 2 years ago and I have repeatedly sent mail back to them for 12 years and I have phoned them and made complaints about it twice. He owed them £1,200. He owed everyone money, he owed me a lot more than £1,200.

In the end I went into to my local branch and showed them my council tax bills for the last 6 years proving he hadn’t been living at my address for a long time as all the bills were addressed to me alone and I have the 25% single person discount.

A week ago I got a letter from Santander (addressed to me) saying I was wrong to complain but that they weren’t going to send anymore mail to my address.

Today I got a letter from Santander (addressed to The Personal Representative of the Late [ex boyfriend’s name]). First of all I’m not his representative, so that annoyed me. The letter went on to read:

“At this difficult time, customer care is obviously the main priority and I therefore wanted to advise you that we have referred the above mentioned account to our specialist probate partner, Phillips & Cohen Associates (UK) Ltd.

Until further notice, Phillips & Cohen Associates (UK) Ltd will be responsible for managing this account on our behalf, and where appropriate will take steps to come to an amicable arrangement for the repayment of the outstanding balance from any existing estate.
All future communications should be directed to Phillips & Cohen Associates (UK) Ltd in the first instance ….”

I cannot believe a bank can do this. They said a week ago they would stop sending post to my address and then this. I am extremely worried about this. Can they really get another company to come after me for the debt of a dead ex-boyfriend who hasn’t lived at my address for 12 years. I just don’t understand this at all. Please help and stop me from panicking, especially advise me if you have any real understanding of the law.

Thanks so much.

Fudgenugget Sat 30-Mar-19 21:15:11

I am sorry you are going through this. flowers I have no advice but to maybe go to Citizens Advice to find out where you stand. But I hope others can help you more.

NameChanger22 Sat 30-Mar-19 21:18:00

I will got to Citizens Advice. I just don't want to worry about it all weekend. I have no idea how a bank can get away with this. I am not Santander's customer, I never have been and I never will be. To me this is very shocking.

FudgeBrownie2019 Sat 30-Mar-19 21:18:00

Can they really get another company to come after me for the debt of a dead ex-boyfriend who hasn’t lived at my address for 12 years. I just don’t understand this at all.

No. They can send stupid letters and try to pretend it's legally acceptable to chase you for another person's debts, but you've done all you needed to do and I'd agree that you need to see the CAB and take this further.

Merrymumoftwo Sat 30-Mar-19 21:18:44

A family member whose partner died owing money a few years ago was told that as not married they had no claim to her assets. Could citizens advice assist with writing what would amount to a cease and desist letter?

Knittedfairies Sat 30-Mar-19 21:19:03

As you've tried to resolve this with the bank and got nowhere, perhaps your next step is to contact the Financial Ombudsman service

Merrymumoftwo Sat 30-Mar-19 21:20:11

Is there also an option of banking ombudsman and embarrassing them on their Twitter account or emailing their CEO?

CoffeeRunner Sat 30-Mar-19 21:20:51

Please don’t worry about this OP. It is not your debt & they have nothing to tell them otherwise.

Personally, I would write to the solicitor explaining what you have explained here. They should then close the matter - as they should have 2 years ago when your ex passed away.

NameChanger22 Sat 30-Mar-19 21:23:17

I will do everything I can next week. I just wanted to shop worrying this weekend. I'm actually shaking as I write this. This has been going on for 12 years now, with it ending in this. Santander Bank are basically abusive crooks.

twattymctwatterson Sat 30-Mar-19 21:24:29

If you complained and they responded you'll have ombudsman rights on your letter. Take it direct to them

NameChanger22 Sat 30-Mar-19 21:25:39

As Santander have obviously sold my ex's debt to another company I am a little bit reluctant to get in touch with this company in case they are just as bad. I can't believe I have to deal with this headache. It is causing me a lot of stress and worry.

NameChanger22 Sat 30-Mar-19 21:27:17

I have never had any kind of debt. This is not my debt, it's nothing to do with me. I will contact Citizens Advice and the Financial Ombudsman on Monday, but I won't stop worrying about it. I don't know how to stop worrying about it. It seem to keep escalating.

HotChocolateLover Sat 30-Mar-19 21:27:40

You have nothing to worry about if you weren’t married. They’re just chancing their arm and if it was me i’d Just rip up the letters.

Userplusnumbers Sat 30-Mar-19 21:28:00

To be honest, this is probably a good thing - the solicitor will take one look at the case and wonder why the hell they're contacting you.

In the meantime, you can probably make a complaint to the information commissioner as they are not maintaining your data adequately.

Princessmushroom Sat 30-Mar-19 21:28:04

Hi, I think I commented on your previous thread.

My mum died owing a lot of money with no estate. Long story short we didn’t pay a penny for her debts. You won’t be liable

Funnyface1 Sat 30-Mar-19 21:32:00

I just wanted to say that I remember your other thread and that was bad enough. This new turn of events is disgraceful. I don't have any experience with something like this but I feel absolutely certain that they cannot go after an ex who hasn't lived with or had any type of relationship with for so many years. Definitely get onto cab, at this rate you'll be able to go after the bank for harassment. Try to keep calm, it will be ok.

NameChanger22 Sat 30-Mar-19 21:32:07

Thanks for your help. I am trying not to worry. I do worry a lot, a lot has gone wrong in my life and I don't deal with stressful situations easily.

Toomanystorieslost Sat 30-Mar-19 21:32:52

I'd be tempted to shame them on Twitter actually.
I would tweet them publically @santanderukhelp

'Sandander why are you trying to chase me for the debt of my ex boyfriend who I split with 12 years ago and have no financial link with. Especially when he died a decade after our separation.

Or similar.

I would write to Phillips & Cohen Associates (UK) Ltd tell them you have been separated 12 years and are not his personal representative.

wafflyversatile Sat 30-Mar-19 21:33:24

They can't get you to pay. Sorry you've been made to worry. That really is disgraceful.

As above get some advice on the best way to stop this.

KittiKat Sat 30-Mar-19 21:34:54

Exactly have others have said IGNORE. Write to the Financial Omnibusman office and detail in a letter to them what is happening. They will take you very seriously and stop all this nonsense. You may well be awarded compensation, not guaranteed but let's see.

Unless you were named as a signatory on any debts your EX had and it was not secured on your property, they do not have a leg to stand on.

GPatz Sat 30-Mar-19 21:36:41

Bit rich of Santander to tell you 'all future communications should be directed to Phillips & Cohen Associates (UK) Ltd' when they can't even sort out where there own communications need to go.

Horsemenoftheaclopalypse Sat 30-Mar-19 21:36:59

Santander are scummers.
I was card frauded (they got my pin over my shoulder about 8 years ago) Santander couldn’t have cared less and left me £3k in the hole, charging me interest on an overdraft I had had already asked them to remove from my account angry)
I was earning ~£2k pm and had about £5k taken.
HSBC thankfully refunded me in 24 hours so I could actually pay my rent...!!!
But It took 3 months to get the money back from Santander and even when I did and tried closed the account they cocked it up. They closed the account before transferring the balance angry which meant I had to try and get to a branch during work hours which was a nightmare.

In summary - They are scumbags and you have my sympathy.

Give them nothing you at eunder no obligation

Fudgenugget Sat 30-Mar-19 21:40:10

Keep as much of the paperwork as possible though. Don’t throw anything away.

Catanddogmake6 Sat 30-Mar-19 21:42:47

OP, you are not liable for this debt. Do not worry over the weekend. The letter isn’t meant for you in the sense that you are not in any way shape or form dealing with the estate of your ex. The reality is there probably isn’t any estate or money but even if there was you do not have it and are not responsible for it. What they are trying to do is track down who would be responsible for it although frankly why after so much time for so little is beyond me as they will spend money doing so with little likelihood of getting it. When winding up an estate of someone who has died, the person doing it must first pay off debts before distributing any money. If the person dies with no money then the debts die with them (although unscrupulous people might try it on with the family). However this all has nothing to do with you. Sadly yours is the last known address the bank has for him and they are trying it. Have a look at the financial ombudsman’s website and see about making a complaint.

Catanddogmake6 Sat 30-Mar-19 21:45:50

One thing I would say is do a credit check with Experian and the like. Just google - they are usually free but no more than £2 if you pay. If Santander are being so incompetent they may have marked your credit file with this debt. If so ask for help in getting it removed at the same time as you make them stop writing to you.

Amongstthetallgrass Sat 30-Mar-19 21:49:25

The can not chase you for his debt. Don’t worry about it

demolitionduo Sat 30-Mar-19 21:50:56

Please email your complaint direct to the CEO:

The Executive Complaints Team will pick it up and it should be dealt with properly. I hope you get resolution.

livinglavidavillanelle Sat 30-Mar-19 21:51:43

Oh bloody hell this makes my blood boil. Legally, they are clutching at straws. They literally cannot touch you, so please stop worrying.
Get third party advice to make it stop once and for all, but please do not lay awake at night thinking that his debt becomes does not.

WhoKnewBeefStew Sat 30-Mar-19 21:53:32

Legally they are not allowed to hassle you like this, it’s againat the FCA code of conduct. Complain to these guys about their behaviour. It’s shocking

stiffstink Sat 30-Mar-19 21:55:50

Philips & Cohen won’t do anything, they are generally quite sensible and will probably tell Santander to write it off after your first call.

OverwateredCheeseplant Sat 30-Mar-19 21:56:42

This is appalling! Santander can fuck off.

Agree with the person above who said to email the ceo, I’ve read before that people have got insane issues like this sorted quickly that way.

Rememberallball Sat 30-Mar-19 21:57:50

@Namechanger22, as the personal representative for my late mother I have had to deal with Phillip Cohen and Assoxiates for a couple of utility accounts and a credit card. I just wanted to post to let you know they are actually a really decent company to deal with. They wrote to me regarding one account but not the other 2 even though theoriginalmcompanies Gad told me they were referring the accounts to them. An adviser took the time to locate the accounts from my mum’s postcode and the said they would not be chasing us for payment as they understood it can be the case there is no money left after a funeral is paid for (or even before in some cases) and, even if there is money left, it is often caught up in the sale of a property and can take time to be released. They gave me reference numbers for the accounts and asked me simply to get in touch as and when we would be in a position to settle the account.

The reason I’m telling you this is to say call them on Monday, explain the situation - that you are not the personal representative for their client’s deceased customer and have no liability to settle the account. To be honest, if he owed the money that long ago and never acknowledged the debt with Santander, then it would be statute barred by now and, while they could ask the debter to pay it back they couldn’t chase him via court or other legal remedy.

NameChanger22 Sat 30-Mar-19 21:59:09

I have lodged an online complaint with the Financial Ombudsman just now. I hope that does the trick. I won't contact anyone else for now, but I will probably call into Citizens Advice on Monday and see what they say too. Thanks everyone. I am trying not to be so stressed about it.

NameChanger22 Sat 30-Mar-19 22:00:21

He definitely didn't die with any estate. He owed a lot of people money and didn't own anything.

NameChanger22 Sat 30-Mar-19 22:01:03

I will write to the CEO now then. Thanks.

Celticrose Sat 30-Mar-19 22:01:12

The debt belonging to the deceased can only come from his estate and if there is no money to pay it then his estate is insolvent. To be honest I would have thought that the debt would be written off by now especially due to the statue of limitations which I think is 6 years after which I think they can not pursue the debt but not totally sure. If the debt was in his sole name then you are not liable. I take that you were not married and did not hold any joint assets which would have passed to you on his death.
Just realised that the amount is £1200. Can not believe that they have not written this off as the debtor is deceased. Are Phillip's & Cohen solicitors if so they should realise pretty quickly that you have nothing to do with his estate. The reason for thinking that is they mention that they are their probate partners and probate is the legal document issued on an estate by the court to enable the execution of the will by the executors. If you were not married to the deceased or related in any way you most certainly are not the personal representative unless he made a will naming you as the the Executrix.
They have not dealt with this in anyway professionally. There may be a breach of data protection here as you are not a legal representative and have been given information to which you may not be entitled.

burritofan Sat 30-Mar-19 22:01:34

I would write to a newspaper consumer page too, like – incredible how many customer (or in your case, non-customer) complaints are speedily resolved when the press get involved.

DianaPrincessOfThemyscira Sat 30-Mar-19 22:01:35

I work for a bank.

You really don’t have anything to worry about, in regards to the debt. In regards to their scandalous attitude towards customer confidentiality, I’m not so sure!

Don’t bother with CAB or the solicitor. Refer it straight up to the financial ombudsman if your letter is a Final Response (it will normally say those words within the letter if it is). I’d make a chronological list before you escalate to them just to be very clear.

GuineaPiglet345 Sat 30-Mar-19 22:01:39

Don’t worry, Philips and Cohen are specialist debt collectors that almost every big company passes debts to when customers die.

You should get a standard letter from them explaining that you are not personally liable for his debt and it only has to be paid from his estate. As you are not the personal representative you can either tell them that or just ignore their letters.

I can’t stress enough that you don’t need to worry about this, it’s just standard procedure.

Unhomme Sat 30-Mar-19 22:02:19

I'd suggest not opening any more letters that aren't for you and send them back to sender. You aren't liable.

TheGirlWithGlassFeet Sat 30-Mar-19 22:04:11

Op don't worry. This is a standard letter sent because they haven't bothered to remove your name. Just contact Philips and Cohen and explain you aren't his personal representative.

Acis Sat 30-Mar-19 22:19:59

If you get any more letters addressed to the Personal Representatives, send them back marked "Not known".

Grumpelstilskin Sat 30-Mar-19 22:22:03

Well, Shitander can whistle for it. Mind you, when it was still Shabby National, they were just as bad.

NameChanger22 Sat 30-Mar-19 22:27:03

I have been sending letters back for 12 years and they've ignored me. I now feel like I should keep hold of any correspondence as evidence. I have just sent a long email to Nathan Bostock (CEO) telling him what has happened. I hope he reads it.

We weren't married. We never had any joint assets.

I will try and stop worrying about this now. Thanks everyone for making me realise I don't need to worry about this. My first instinct is to panic in tricky situations but you have talked me down a bit.

user1486131602 Sat 30-Mar-19 22:30:55

Having worked in banking for many years.....there's a saying: you can't get money from a dead man. Also, if you were not married at the time of his death or taking out the loan in his name only, you're not responsible.
They however, better sharpen up, sending mail to you with his details is a breach of the data protection act, and trying to prosecute you in any way as also against the law. I suggest you look up Santander banking charter, the way the must conduct business, go back to them In writing, and explain that this is the last opportunity you are giving them to get this right or else you are going to the ombudsman and FCA with your perfectly valid/legal complaint. You will also be entitled to compensation for each and every cockpit they have made, that's quite a lot of money over 12 yrs! Also if the loan has not been paid or collection on for 6 years or more it is dormant.
Tell them to stick that up their pipe and smoke it! And just relax. They will back off once the realise you know your rights!

Anniegetyourgun Sat 30-Mar-19 22:35:13

I don't think data protection has any bearing here. It is the ex's information, not OP's, that they have failed to keep up to date, and GDPR doesn't apply to deceased persons in most circumstances. I hope they can and do get into trouble on the harassment front though, through the FCA or Ombudsman or whatever's most appropriate.

Casmama Sat 30-Mar-19 22:37:16

Any debts over 6 years old are not legally enforceable and if you had no joint finances and weren't married then you wouldn't be liable even if it was within the 6 years.
I can understand that you are concerned but you don't need to be. You could quite safely ignore this and there is absolutely nothing anyone can do. Often when debt passes the stage of being legally collected the record will be sold off at a really cheap rate to companies that will contact people on the off chance that they can collect some money.
It might be worth checking your credit record with Equifax and experien as others have suggested and contact them to correct if they have him as a financial associate of yours.

TheFormidableMrsC Sat 30-Mar-19 22:37:56

OP, you owe them nothing. Please stop worrying. Straight to the Ombudsman without any further delay, forget CAB or obtaining legal advice. They have you as the "last contact" but are acting SO outside of their remit that I believe the Ombudsman will come down hard. Please don't worry. Please don't stress. You were not married, it is nothing to do with you. This reminds me of when my mother died, having been a customer of Barclays for about 40 years, and because (due to inconveniently dying), she hadn't paid cheques in from her clients. They decided to pursue my Dad in a way that was so fucking unreasonable it was shocking for a debt that was actually pence. My Dad wrote to them and told them that rather than pursuing a very long standing customer, they should be sending flowers for her funeral and apologising profusely. He also withdrew all his business which amounted to 100's of thousands. They couldn't apologise enough then hmm. You have nothing fear, absolutely nothing. Ombudsman is your key. Good luck flowers

NameChanger22 Sat 30-Mar-19 22:40:08

They have broken the law. I will make sure I read up all I can (even though I shouldn't have to).

Tonight I have written and complained to the Financial Ombudsman and the CEO of Santander. I really hope that does the trick. I just want this to stop and I want them to leave me alone. I didn't want to be reminded of an abusive ex-boyfriend for 12 years. It really feels like I'm being harassed by a high street bank. Thanks.

Strugglingtodomybest Sat 30-Mar-19 22:45:14

Don't worry, I bought a house once and kept getting mail for the previous owner from Lloyds. I sent it back with 'unknown at this address' written on it, but it kept coming, so eventually i opened it to find out what it was about and it was debt. I carried on getting his mail for years but just put it in the bin. Nothing ever came of it.

YouWereRight Sat 30-Mar-19 22:45:21

I've had contact with PCA within a previous job. They may just be looking to confirm that your ex partner is deceased.

If the debt is unsecured, you owe them, or Santander nothing. Generally if you just tell them that they'll leave you alone.

Viobihi Sat 30-Mar-19 22:46:51

I’d absolutely take this to the financial ombudsman. Take them the whole road. They cannot pursue you for this debt - you were never married to the guy - it’s disgusting behaviour of n their part.

I bloody bank with them as well 🤦🏽‍♀️

OldAndWornOut Sat 30-Mar-19 22:46:52

Surely data protection still applies?
It's still someone's personal info they're passing on.

NameChanger22 Sat 30-Mar-19 22:48:42

I don't know if it is a debt or overdraft. I haven't been reading the mail, just sending it back to the bank or putting it straight in the bin for 12 years. What is an unsecured loan? I don't know what that means.

NameChanger22 Sat 30-Mar-19 22:49:53

He was alive for 10 years when they continued to send me his post. So yes, they have broken the law.

Choccymmm Sat 30-Mar-19 22:50:16

Do NOT worry abput this, there's no way in hell you're liable - i would be suing them for harassment tbh!!

YouWereRight Sat 30-Mar-19 22:51:40

An unsecured debt is a debt that isn't secured on a property, so not a mortgage.

OldAndWornOut Sat 30-Mar-19 22:53:52

I'm with Santander, and this has made me all the more determined to change.
I may even actually do it, one day.

NameChanger22 Sat 30-Mar-19 22:59:45

Good OldAndWornOut. I would never have anything to do with this bank. They are abusive crooks.

NameChanger22 Sat 30-Mar-19 23:02:20

The email I sent to Nathan Bostock (CEO) has come back with a failure message. So I'm am assuming you can't just email the CEO of a bank.

GPatz Sat 30-Mar-19 23:03:09

@OldAndWornOut Given another thread on here, if you do jump ship, also avoid Barclays!

NameChanger22 Sat 30-Mar-19 23:04:03

My hopes are now pinned on the Financial Ombudsman. If that doesn't work I will contact Citizen's Advice and maybe this third party they've got involved. If that doesn't work, I'll just go to the press.

driftingcloud Sat 30-Mar-19 23:04:39

This is outrageous. He could have been anyone that you didn't even know who just happened to have lived at your address eg an ex tenant. You weren't married so they should not be harassing you. Do you have any details of his family/next of kin so you can pass this on to them?

NameChanger22 Sat 30-Mar-19 23:05:11

Which banks are still decent??? That is the question I'd like to know.

NameChanger22 Sat 30-Mar-19 23:06:54

I don't have addresses for his family. I can contact his sister and last girlfriend via Facebook, but I very much doubt they would appreciate me contacting them with this problem.

TheCraicDealer Sat 30-Mar-19 23:07:37

This is the kind of consumer story that the Daily Mail loves- I know you've gone with the ombudsman but personally I'd want to shame them a bit as well. Although having said that the firm they've sold the loan on to are probably canny over what they chase and what they know is a waste of time and resources. Which this clearly is!

JonestheMail Sat 30-Mar-19 23:09:51

Philips & Cohen are debt collectors so I'd treat them with caution. I would send them one letter registered mail so they have to sign for it (keep the slip of paper the post office will give you) stating that you have had no contact with the deceased for 10 years, have never shared finances and are not his personal representative.

Point out that any further contact is harassment and that they are damaging your mental health and state no further correspondence will be entered into.

I agree with a prior PP to search your Experian file though just to make sure Santander have not placed anything on your credit file.

NameChanger22 Sat 30-Mar-19 23:10:14

I wouldn't ever want any dealings with the Daily Mail. Sorry, I can't stoop that low. I will contact this new third party. I can't believe it has come to this.

PauciloquentBumfuzzle Sat 30-Mar-19 23:10:48

I'm happy to put your complaint message on facebook/twitter as an 'asking for a friend' comment with no identifying data if that may help?

NameChanger22 Sat 30-Mar-19 23:13:08

Hi, yes please put it on Twitter. I'm not on Twitter.

VanGoghsDog Sat 30-Mar-19 23:13:19

I don't understand why you opened the letter, it wasn't for you, you should have just sent it to whoever his next of kin is, or if you don't know, return to sender 'not at this address'.

Had you done that, you'd not have been worrying about the contents.

They have every right to try to reclaim their debt from the estate, but not from you. I assume your address is the last address they have for him, that's not their fault I'm afraid, it's his and his family's.

Just forward the letter to whoever it is for (who is dealing with the estate) or return it saying you do not know who his representative is but they do not live at your address.

NameChanger22 Sat 30-Mar-19 23:18:15

I have been sending Santander post back 'Not at this Address' for years, or been putting the post in the bin. It didn't come that often. None of it did any good. I feel like I need to keep all correspondence from them now as evidence. The bank kept one of the letters that I took into the bank a few weeks ago. I wish I had that letter still. I haven't known what the right thing is to make this go away. I have had quite a bit of conflicting advice. I didn't know it would become a big problem.

VanGoghsDog Sat 30-Mar-19 23:18:36

Loads of misinformation on here. No, data protection actually does not apply to dead people, only living people.

Noone is being harassed by having letters for another person sent to them. If the letters were addressed to the op demanding repayment of a debt then yes, that would be harassment, but they are not.

Santander are really bad at admin, it's true. Really bad. But for a bank to send letters to someone's last known address is normal I'm afraid. What else can they do?

Nathan's email is

But there is probably a 'CEO office' email address too which would work better.

Candleglow7475 Sat 30-Mar-19 23:19:20

Data protection is not relevant with this, it only applies to living individuals. FOS & CEO is definitely the way to go, they should write you a grovelling apology and pay you some compensation for your distress. This situation is outrageously bad from Santander.

VanGoghsDog Sat 30-Mar-19 23:23:32

Oh, and yes, they will probably write off the debt once they know the customer is deceased but they need to see a death certificate for that.

NameChanger22 Sat 30-Mar-19 23:24:07

I tried that email address, it didn't work. Thanks VanGogh. I will try and get a correct one.

NameChanger22 Sat 30-Mar-19 23:27:40

The long email I sent to Nathan Bostock came back as message failure, user unknown.

CheekyChappy710 Sat 30-Mar-19 23:30:34

Try Nationwide. It's still a building society and its bloody brilliant.

NameChanger22 Sat 30-Mar-19 23:36:12

I don't bank with Santander, so I will just stick to the same bank I've been banking with for 30 years.

It is impossible to get an email address for Nathan Bostock. No surprises there.

NameChanger22 Sat 30-Mar-19 23:38:55

I have contacted his sister too. I'm not sure what good that will do either. I just asked her for his last address.

If I just ignore this problem will it go away? I have a massive pounding headache now with all of this.

NameChanger22 Sat 30-Mar-19 23:40:33

I think I will go back to my local branch on Monday too and make another complaint in person. So much time, effort and stress wasted on this nonsense problem, created by a bank.

ShorelyKnot Sat 30-Mar-19 23:41:05

The Financial Ombudsman only deals with complaints which you have tried to resolve with Santander where Santander don’t agree your complaint is valid.

You need to phone or contact the Financial Conduct Authority ASAP. They do not intervene in individual complaints but they will intervene where Santander are breaching the rules. Harassment is a big no no in their eyes. Give them details, emphasise that you are being harassed over a debt which has nothing to do with you and give them examples of Santander’s unreasonable behaviour. They will get in touch with Santander If they feel they’re not behaving as they should and bring them into line. xx

NameChanger22 Sat 30-Mar-19 23:43:24

I have already completed an online complaint form with the FO. I did this tonight, so I will wait and see what they say.

Now Santander have probably sold the debt to a third party, it confuses it all.

edwinbear Sat 30-Mar-19 23:44:44

OP they haven’t sold his debt, you are not liable, you are frankly being a bit over dramatic. I work in banking, they have an old address for him, that’s all, probably because he didn’t update his records with them. You just need to explain to Santander’s agents they have the wrong address.

WiltedDaffs Sat 30-Mar-19 23:45:06

Glad you've contacted the Financial Ombudsman OP. When we had trouble with a company, it was resolved within an hour of said company becoming aware the Ombudsman was sniffing around.

As "Personal Representative" is a legal term for the person who is an executor/administrator of an estate, the letter isn't really for you. Neither are the previous ones, it's just on a computer system somewhere as his address.

They are on a fishing trip. No one's going to come after you. All they can do is send letters. You do not owe them any money. Keep complaining, adopt the broken record technique of "I am not his personal representative. I do not know who is. Stop sending letters to my house, it's nothing to do with me."

NameChanger22 Sat 30-Mar-19 23:51:45

The thing is I'm pretty sure there was a couple of years, maybe 3 when I didn't get his post from them. I assumed he had changed his address. Then I started getting it again. They must have had a different address for him at some point. I told my ex lots of times to change his address and he told me had, but he lied about everything so who knows?

edwinbear - Santander have told me to deal with Phillips & Cohen Associates instead of them. I am assuming they are now the debt collectors. Does this mean they sold the debt or not? I don't know anything about debt. I've never been in debt.

I have had 12 years of this, I'm worried because it's a problem that isn't going away, it's a problem that is snowballing. I have seen minor things turn into major things more than a few times in my life. I'm trying my hardest to resolve it. I feel like I am being treated very unfairly, I hate injustice.

SosigDog Sat 30-Mar-19 23:53:01

You need to write to the financial ombudsman who will tell them to stop hassling you.

VanGoghsDog Sat 30-Mar-19 23:53:27

Honestly, just send the letters back 'not known at this address' and after you've done that a few times just start binning them.

I'll find you an email address for the CEO office tomorrow.

NameChanger22 Sat 30-Mar-19 23:53:31

WiltedDaffs. It is hard to know what the right thing to do is. I will write to the bank on Monday explaining I am not his personal representative. I will give them the name of his last girlfriend and sister. Thanks.

edwinbear Sat 30-Mar-19 23:54:46

OP I can absolutely assure you that Nathan Bostock will not read your long, ranty e mail. Nobody has broken the law, you are not liable for anything and the FOS will not give a shiny shit. This is a simple case of your ex not updating his contact details and the debt collector, once you explain all this, will disappear. You really need to calm the fuck down.

NameChanger22 Sat 30-Mar-19 23:55:27

Honestly, just send the letters back 'not known at this address' and after you've done that a few times just start binning them.

Thanks, that is what I've been doing for 12 years. It hasn't worked.

Thanks so much if you manage to find me a correct address.

Thanks everyone for your help. I will try and rest my headache now and forgot about it until Monday.

ShorelyKnot Sat 30-Mar-19 23:55:42

The Financial Ombudsman will not tell them to stop hassling you. You need to report them to the Financial Conduct Authority.

VanGoghsDog Sat 30-Mar-19 23:56:07

Santander have told me to deal with Phillips & Cohen Associates instead of them.

No, they have not. They have told his representative that. You are not his representative, you opened a letter that was not for you. They can't tell you to deal with anyone, it's nothing to do with you.

Stop stressing, stop going into the branches, just return the letters saying you are not his representative and you don't know who is.

It's actually really simple.

VanGoghsDog Sat 30-Mar-19 23:56:39


Nope, it's not an FCA issue at all.

NameChanger22 Sat 30-Mar-19 23:57:56

Edwinbear - it's not very nice to tell someone who suffers with stress and anxiety to calm the fuck down when they are really worrying about something.

edwinbear Sat 30-Mar-19 23:59:26

edwinbear - Santander have told me to deal with Phillips & Cohen Associates instead of them. I am assuming they are now the debt collectors. Does this mean they sold the debt or not? I don't know anything about debt. I've never been in debt.

Yes, they are debt collection agents,for most high street banks. Very reputable and once you explain he hasn’t lived there for 12 years will disappear. £1,200 is a minuscule debt for a bank to write off, it’s nothing, but you need to work with them to enable them to fill in their forms to write it off.

NameChanger22 Sat 30-Mar-19 23:59:38

Santander wrote in a letter sent to my address:

"Until further notice, Phillips & Cohen Associates (UK) Ltd will be responsible for managing this account on our behalf, and where appropriate will take steps to come to an amicable arrangement for the repayment of the outstanding balance from any existing estate.
All future communications should be directed to Phillips & Cohen Associates (UK) Ltd in the first instance ….”

I am going to bed now. Good night all.

edwinbear Sun 31-Mar-19 00:02:34

Edwinbear - it's not very nice to tell someone who suffers with stress and anxiety to calm the fuck down when they are really worrying about something.

I work for Santander. Please read what I’m saying. I’m sorry you are feeling so stressed but you really have no need to be.

VanGoghsDog Sun 31-Mar-19 00:07:26

Not all letters sent to your address are for you! This was clearly NOT for you. You shouldn't have opened it.

I also work for Santander. (Waves at Edwin) but I have no need to defend them as I am also a customer and I know they are crap. But in this issue you have simply misunderstood the situation and need to take notice of what people are telling you.

Send the letter back saying 'not at this address'. Any others, put straight in the bin.

NameChanger22 Sun 31-Mar-19 00:08:45

Why have Santander passed on this information and my address to Phillips & Cohen when I have already proved to Santander that my ex hasn't lived at my address for many, many years. They wanted proof, I gave it. Now this.

Anyway Edwinbear, I really am going to bed now and I will stop thinking about it.

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